Build retention around what customers do, not what the brand wants to send.
Your customers are already showing you what they want next. I help DTC teams read that behavior at scale, find where the relationship breaks down, and turn the highest-value opportunity into work that ships.
The free assessment identifies three to five areas worth investigating. A paid diagnostic validates the account-level findings and turns them into a prioritized roadmap.
Evidence
Show the reasoning, not just the result.
One case demonstrates diagnostic judgment. The other demonstrates that the same judgment can survive contact with the work.
Anonymous DTC fashion diagnostic
The first answer was wrong.
Initial exports pointed to an underbuilt automation program. After reconciliation, roughly half of email revenue already came from automations.
Growth hid churn: roughly three-quarters of subscriber gains were erased. Loyalty remained in the low single digits, attribution views conflicted, and team capacity constrained execution.
The useful result was not another tool. It was a defensible priority the team could act on.
Implementation is underway; financial results will come later.
Artifact 02 · Several observations resolve into one operating constraint.
National supplement retention build
The logic had to scale with the list.
Product-specific journeys linked purchases to combinations associated with higher customer value. Subscription messages waited until after the second or third purchase.
Win-back, cooling, and sunset logic protected list health. Removing persistently disengaged profiles reduced billable volume and made audience planning more reliable.
List size is an inventory number. Engaged audience size is an operating metric.
Artifact 03 · Lifecycle decisions respond to behavior instead of a fixed send schedule.
Direct operator
The diagnosis stays connected to the work.
I do not hand the findings to a junior team or leave your people with a deck to interpret. I set the priorities, work with the people responsible for the outcome, and get inside the tools when execution is part of the engagement.
Paid diagnostic
A validated account review, commercial findings, and a prioritized roadmap.
Focused build
A defined lifecycle, measurement, deliverability, or program problem taken from finding to implementation.
Strategic oversight
Senior direction, decision-making, prioritization, and coaching for the people already doing the work.
Hands-on execution
Direct work inside the ESP across campaigns, automations, segmentation, measurement, and operations.
